MY PROCESS ✱ MY PROCESS ✱ MY PROCESS ✱ MY PROCESS ✱ MY PROCESS ✱ MY PROCESS ✱ MY
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Hi, I’m Hannah Brown!
I’m a product designer
based in Nashville, TN
I channel my awareness to explore the world and create human-centric, engaging experiences. My passion lies in empowering businesses to not only stand out but thrive.
My Process
Project: SmileDirectClub Patient Portal Redesign
Problem:
Customer: Lack of information on where they were in their journey, and the actions they needed to take.
Business: High call volume and average handle time, as well as a lack of customers issues being resolved during their first call, leading to repeat calls.
Solution:
Customer: Implemented a comprehensive redesign of the patient portal, consolidating all updates and calls to action in one accessible place. Empowering customers with a wealth of information that they had previously had to call in to receive.
Business: 25% decrease in call volume, and lowered average handle time.
See behind the scenes below
Research
Conducted various research methods, revealing that the primary problem was a lack of information. This was wonderful as it wasn't a deep-rooted issue with our processes but rather a customer desire for more information.
Mapping
Decided that a redesign of the customer portal was the best solution. Utilized user personas and customer journey maps to delve into the customer experience, identifying pain points, and defining information architecture. I mapped out the new features and helped create a roadmap for each sprint. You can learn more about these features in the case studies above.
Presenting
Conducted presentations on the product and roadmap for various stakeholders and teams to comprehensively address the diverse needs of each group. As well as, presenting a compelling product pitch to the company's C-suite.
Design
Provided wireframes, mockups, and prototypes of the features and products throughout the entire redesign.
Testing
Conducted multiple rounds of rigorous usability testing throughout each product rollout, taking on the role of test lead to ensure a seamless testing process in collaboration with developers and product managers.
Continuous Research
After the product launch, my focus shifted to diving into product usage analytics, carrying out audits to spot areas that needed improvement. This process allowed me to grasp what was working well and what needed adjustments. This is important to me, because it allows me to track customer retention and continuously improve their experience.
hannahreganbrown@gmail.com
Let’s Chat!